Making a card payment on your online account or OVO app

It’s probably you. I just ran two payments using a Visa Debit card just fine via the OVO site.

One of them via Google Pay which shot through like a rocket and came straight back as Completed. The other manually, which also went through like it was nothing. In both cases, they went via Visa’s 3DSecure and came straight back as accepted.

Your issue is probably because you’re not set up for online payments and/or 3DSecure. Please discuss that with your bank - OVO can’t enable those for you.

I resent the inference that it is me,    I have been a customer of OVO Energy for the last 14 months

and this is the first time that I have had a problem,  Surely if it was 3d Secure Ovo would be able to advise

Nope, 3DSecure is NOT managed by the merchant, but by the banks. If 3DSecure chokes, OVO can’t touch it - you have to talk to the bank.

If it was completely dead, my two payments would have also failed, but they went through just fine. As such, it’s probably not OVO that’s causing this.

Hey @Brian L,

I’m sorry you’re still having issues making the payment. Our support team are back on after the bank holiday weekend. I would suggest contacting them so they can check the account and ensure nothing stops the transaction. If they confirm nothing isn’t anything blocking the payment, you can contact your bank/credit card company again or choose another payment option here.

I hope you get to the bottom of what’s causing the blockage. 🙂

Can I pay at post office?

Hi @Space1999 ,

Post Office is only accepted as a payment method for OVO Pay As You Go top-ups (for Smart and Traditional Meters). It is NOT accepted for Pay Monthly at this time.

Please see the guide at https://www.ovoenergy.com/help/article/how-to-pay for all the options you can use. I recommend Direct Debits if possible, but card payments and cheques also work.

Hey @Space1999 

Glad to see one of our volunteers have already stepped in with some advice for you on this and he’s been spot on! I’d have recommended taking a look at the article Blastoise186 linked to, so check that out if you’ve not already.

There are a few other topics below that may also be of interest to you:

• Direct Debits - What do I need to know? Tutorial

Hope this has been helpful.🙂

Hello, on September 4th, 100 pounds was deposited, I don't understand why it is not included in my account, please correct it.

*images removed by Mod*

Hello, on September 4th, 100 pounds was deposited, I don't understand why it is not included in my account, please correct it.

*images removed by Mod*

Hey @Antoni Lange, 

Please don’t post any personal information. This is a public forum, viewable by everyone, and we want to make sure your data stays secure. 

We don’t have access to customer accounts, so you’ll need to speak with our Customer Care team, who can investigate further. 

Just putting some feelers out, for anyone to get involved.

When making a bill/account payment on the telephone, has anyone actually managed to get it to work properly?

Since OVO stopped the Card Payments at the Post Office, I now use the automated phone payment service every time the bill comes in, but it’s never worked properly for me, usually getting a lot of “I’m sorry, i didn’t catch that. Please try again” when using the keypad to enter card details.
I always have to end up speaking to someone to get the payment through.
Is this a common issue for all?

Lastly, if someone from OVO could answer this: Why is your telephone payments office not staffed on a weekend, or at least a Saturday when the majority of paper bills arrive?
We live in a 24/7 society, so the least you could do is have a skeleton crew to answer telephone queries and put bill payments through on a Saturday.

Hey @DaveThorn76 

I’m sorry to hear you’ve been having issues with the automated payment system I know that sometimes people mix up ‘#’ & ‘*’. I’ll ask internally as well to see if there are any reasons it might fail if a customer is putting in correct details. 

As for our contact center opening hours I can understand your frustration. Our social media team are available on weekends for emergencies but our phone lines are closed. 

There are a number of alternative ways to pay a bill. You can pay via your online account or app:

• Pay by Direct Debit: This is the easiest way to budget your payments as everything is done automatically – month after month after month.

• Direct Debits - What do I need to know? Tutorial

• Pay by cheque. To send us a cheque, just write your OVO account number and address on the back, and make it out to OVO Energy Ltd.

  Then, post it to: OVO Energy Services, PO Box 7629, EDM House, Village Way, Bilston, WV14 4DH

• Make a bank transfer to our bank account. To pay your bill, you can also make a transfer from your bank account to ours. Our bank account number is 83683249 and sort code 20-00-00. 

  Remember to include your OVO account number and postcode in the reference field, so we can link payment to your account.

Thanks Emmanuelle.

I managed to make a card payment by phone this morning, even though I still got the message “I’m sorry, please try again” after typing the 16 digit card number.
Instead of making me type the card number in again, it continued to ask for the expiry date, etc, and the payment eventually went through.

Strange.

That’s good to hear @DaveThorn76 thanks for updating the topic.